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HD0-100 Exam Dumps : Help Desk Analyst (HDA)

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Help Desk Analyst (HDA) Questions and Answers

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Question 1

What is a key benefit of establishing effective inter-departmental relationships?

Options:

A.

Diversity of skill sets is minimised

B.

Recognition of individual department effort is not required

C.

Management involvement is separate from individual involvement

D.

Rapport among organisation members is established

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Question 2

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

Options:

A.

Reset the customer expectation for low severity problems Reset the customer? expectation for low severity problems

B.

Refer the customer to the service level agreement (SLA)

C.

Assess the technical and business issues and negotiate until you and the customer agree

D.

Record the problem as a low severity

Question 3

During a call, you need to have the customer reboot the system What could you do during this time to distract the customer from the long boot process?

Options:

A.

Explain to the customer what you just did

B.

Ask the customer if he is married

C.

Ask the customer where he resides

D.

Explain how the help desk benefits the customer

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